Customer Support Manager (High Tech Manufacturing)

At Research Electro-Optics, our employees are our most valuable asset. Our team is comprised of exceptional people who give their talent, expertise, and enthusiasm to provide unsurpassed service to our clients. REO is a full service custom optics manufacturer in the heart of Boulder Colorado. We maintain an excellent reputation in the industry with particular recognition for solving unique and challenging engineering problems. REO is dedicated to the community, our relationships and technology. Come explore the endless opportunities in an environment where we support you and your professional success.

We believe every employee should share in our success, so we offer:

• Excellent Benefits
• Competitive salaries
• Tuition reimbursement
• Career development opportunities within the corporation
• Retirement plans with a company match
• Company-sponsored life insurance

Primary Responsibility:

Manage Customer Service personnel to drive account retention through superior customer responsiveness and attention to detail. Perform order management in a complex, fast-paced and diverse environment. Provide support to external customers and facilitate internal communications related to order fulfillment and customer requirements.

Major Responsibilities:

• Manage the process of order fulfillment for all customers and supervise Customer Account Representatives responsible to

• Thoroughly read and analyze all customer orders and enter into Made2Manage (M2M) to drive correct signals to procurement, production and planning.
• Administer orders through each phase of development from order acknowledgement to final shipment. Including communication of technical issues, commercial issues, project milestones, critical path items and payment schedules to customers.
• Work across the organization to resolve operational issues such as delivery schedules, order revisions, questions, invoicing, and warranty issues.
• Drive preparedness for and lead customer schedule and status update calls and communications customers as needed.

• Responsible for customer service processes development, implementation and control. Actively participate in process mapping and process improvement initiatives within the team and as needed throughout the organization.
• Supervise Customer Service Coordinators.
• Compliance and support
• Assist as needed to ensure ITAR and Export Control requirements are planned for and met. Assist as needed to develop/provide accurate documentation for domestic and international shipments.
• Responsible for the review and disposition of customer feedback in the SalesForce CRM database.

Qualifications:

• Bachelor’s degree Business, Logistics or Technical discipline.
• 5 or more year’s customer support, inside sales, purchasing or contract administration work experience.
• Previous manufacturing experience required; high-mix, low-volume experience preferred.
• Previous experience using enterprise resource planning (ERP) software and a working knowledge of MRP concepts is required.
• Able to deal with customers (internal and external) with a pleasant disposition and manner – even when conflicting objectives and priorities are involved.

REO is an Equal Opportunity/Affirmative Action Employer, Race/Gender/Disabled/Veteran

Job Type: Full-time

Salary: $78,000.00 to $95,000.00 /year

Required education:

• Bachelor’s

Required experience:

• High Tech Manufacturing: 5 years
• Management: 5 years